Staff Technical Support Engineer, Firewall, EMEA
5 Minutes ago • 8 Years +
Cyber Security
Job Description
As a Staff Technical Support Engineer, you will provide T3 technical support to customers and partners, addressing complex post-sales concerns and handling escalations. Your role involves configurations, troubleshooting, root cause analysis, and managing support cases to ensure timely resolution. You will also publish technical documentation, work with engineering on bugs and feature requests, and lead training sessions, all while maintaining a strong focus on customer success and cybersecurity.
Good To Have:
- Experience with Windows, Linux and MAC OS (Debugging, Editing Registries, Plist etc.).
- Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products.
- Ability to travel to customer sites in the event of a critical situation to expedite resolution as required.
Must Have:
- Provide T3 technical support to customers and partners, handling escalations.
- Provide configurations, troubleshooting, and best practices to customers.
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
- Provide fault isolation and root cause analysis for technical issues and prepare detailed RCA documents.
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
- Work with engineering on filling bugs and product teams on feature requests.
- Work on Hot / Risk technical escalations.
- Lead case swarming and training sessions for frontline teams.
- More than 8 years of customer-facing technical support experience.
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.).
- Experience working with Firewall Central Management Systems.
- Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar).
- Working knowledge of Security services (IDS/IPS, Firewalls etc.).
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols.
- Excellent English written and verbal communication skills.
- Willingness to work in flexible and varying shift times, including weekends and evenings.
Perks:
- FLEXBenefits wellbeing spending account with over 1,000 eligible items.
- Mental and financial health resources.
- Personalized learning opportunities.
Your Career
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
Your Impact
- Provide Technical Support to customers and partners
- T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams within Palo Alto networks
- Provide configurations, troubleshooting, and best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Preparing detailed RCA documents for official submissions to customers
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Working with engineering on filling bugs and working with product teams on feature requests
- Working on Hot / Risk technical escalations from the region or other theaters
- Lead case swarming and training sessions for frontline teams
- Willing to work in flexible and varying shift times, including weekends and evenings
Qualifications
Your Experience
- More than 8 years of customer-facing technical support experience
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
- Experience working with Firewall Central Management Systems
- Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
- Working knowledge of Security services (IDS/IPS, Firewalls etc.)
- Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
- Excellent English written and verbal communication skills are required
- Experience with Windows , Linux and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
- Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus
- Willing to work in flexible and varying shift times including weekends and evenings is a plus
- Travel to customer sites in the event of a critical situation to expedite resolution as required (if needed) is a plus
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